AccountId: 011433970860
ContactId: 1c5240fd-2dd1-404b-9ccc-827d69ab8cf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124519 ms
Total Talk Time (AGENT): 74692 ms
Total Talk Time (CUSTOMER): 42593 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1c5240fd-2dd1-404b-9ccc-827d69ab8cf6_20250421T13:50_UTC.wav
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[AGENT][NEUTRAL] Contacting you, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi good morning I was calling to verify benefits for a patient.
[AGENT][POSITIVE] I can certainly help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh yeah, thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is uh is that the group number?
[AGENT][NEUTRAL] Well, it would be listed under inpatient, outpatient. It might begin with a 01 or a 02.
[CUSTOMER][NEUTRAL] On their card?
[CUSTOMER][NEUTRAL] Oh, OK, it is 02581461 ML8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, the policy picks up the deductible, co-payment or co-insurance for in and out of hospital visits. Um, is there anything in particular, Marina that I can help with? inpatient, outpatient?
[CUSTOMER][NEUTRAL] Outpatient, she's having an outpatient procedure.
[AGENT][NEUTRAL] OK, so for outpatient surgery, outpatient, uh, any outpatient, uh, hospital procedure, we'll pick up the deductible, co-payment or coinsurance up to $250 per calendar day. That's just a verification benefits, not a guarantee of payment. Um, is there anything else at all that I can help with besides that?
[CUSTOMER][NEUTRAL] Can you repeat that one more time? You said you guys pick up deductible and then.
[AGENT][NEUTRAL] Yes, absolutely. We pick up the deductible, co-payment or co-insurance from the major medical, $250 per calendar day. Now, that is per calendar day, it renews each and every calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, um, no, that is all, um, what was your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] Thank you so much [PII].
[AGENT][POSITIVE] Hey, thanks for contacting AP have